Summary
Overview
Work History
Education
Skills
References
Volunteer Experience
Personal Information
Vehicle
Affiliations
Timeline
Generic

Mahia Williams

Point Chevalier,AUK

Summary

Operations leader with extensive experience in remote service implementation and customer satisfaction at VFS Global. Proven expertise in financial administration and team management, enhancing operational efficiency and compliance. Skilled in conflict resolution and relationship building, driving successful outcomes in high-pressure environments. Seeking to leverage skills in a long-term role with advancement opportunities.

Overview

14
14
years of professional experience

Work History

Senior Officer - Remote Services

VFS Global
02.2018 - 12.2023
  • Implemented remote biometric service branches in Queenstown, Christchurch, Dunedin, and Wellington.
  • Oversaw operations of pop-up visa service centers under contract with the Australian Department of Home Affairs.
  • Conducted data entry for visa applications and gathered biometric data accurately.
  • Provided exemplary customer service by resolving inquiries and handling escalations promptly.
  • Managed payment processing, financial reconciliations, and daily reporting tasks.
  • Generated comprehensive monthly reports to ensure audit compliance and operational transparency.
  • Coordinated with other departments to ensure successful completion of tasks.
  • Delegated tasks as needed to ensure successful outcomes.

Operations Manager - Queenstown

TT Services NZ Ltd
Queenstown, New Zealand
06.2016 - 02.2018
  • Oversaw daily operations for the Queenstown branch.
  • Managed monthly reporting for Australian Visa Centers across New Zealand and surrounding nations.
  • Conducted internal audits, financial reports, and compliance reviews to ensure operational integrity.
  • Led training initiatives and quality control measures for local teams to enhance performance.
  • Liaised with consular staff to resolve escalated issues effectively and professionally.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Addressed customer concerns with suitable solutions.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Collaborated with team leaders on quality audits.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Operations Officer - Auckland

TT Services NZ Ltd
Auckland, New Zealand
11.2011 - 06.2016
  • Help Desk, Call Centre, Email Centre customer service
  • Visa Application Lodgements (Counter and Mail applications)
  • Quality Check (Data Entry)
  • Analyzed customer feedbacks to identify areas where improvements can be made in terms of service delivery.
  • Assisted with the development of operational plans and procedures.

Customer Services Operator

Auckland Airport Cafés
Auckland, New Zealand
06.2010 - 11.2011
  • Provided prompt, friendly service in a fast-paced airport café environment.
  • Managed food preparation, cash handling, and addressed customer inquiries effectively.
  • Maintained high hygiene standards to ensure compliance and customer safety.
  • Resolved customer complaints with timely and appropriate solutions.
  • Collaborated with team members to achieve shared objectives as needed.

Education

Bachelor of Laws -

AUT University
true
01-2028

Comprehensive First Aid

Red Cross
Auckland
10-2022

NCEA Levels 1, 2 & 3 -

Western Heights High School
other
12-2007

Certificate in Barista Training -

Waiariki Polytech
other
01-2004

Skills

  • Operations and logistics management
  • Customer service and support
  • Administrative skills
  • Leadership and team management
  • Effective communication
  • Cultural competency
  • Legal research
  • Employee training and development
  • Conflict resolution strategies
  • Business acumen
  • Report writing skills
  • Team building and bonding
  • Financial administration skills
  • Operations management expertise
  • Cross-functional coordination
  • Collaboration skills
  • Active listening abilities
  • Device setup and troubleshooting
  • Crisis management techniques
  • Decision-making capabilities
  • Multitasking proficiency
  • Communication excellence
  • Customer relationship management strategies
  • Relationship building skills
  • Problem-solving expertise

References

  • Shelveena Shalini, VFS Global Office Manager, +64224145173
  • Rebecca Bencsy, TT Services Country Manager, +64211323343
  • Manisha Harichandan, Senior Coordinator Consulate General of India, +64223946623

Volunteer Experience

  • Kapa Haka (Māori Performing Arts) Tutor/Mentor, promoting Te Ao Māori through performance and tikanga.
  • Secretary - Executive Committee for Ōpōtiki Mai Tawhiti Kapa Haka, Te Matatini 2020-2023.
  • Event Support - Volunteer with the Consulate General of India, assisting with cross-cultural festivals in Auckland and upcoming international arts exchanges.

Personal Information

Driving License: Full NZ Driver's License

Vehicle

Own Vehicle

Affiliations

  • Kapa Haka (Māori Performing Arts)
  • Māori Arts (Fashion and Food)
  • Volunteer for various kaupapa relating to my Iwi/Hapu
  • Volunteer for various local community work (Te Mahurehure Marae)

Timeline

Senior Officer - Remote Services

VFS Global
02.2018 - 12.2023

Operations Manager - Queenstown

TT Services NZ Ltd
06.2016 - 02.2018

Operations Officer - Auckland

TT Services NZ Ltd
11.2011 - 06.2016

Customer Services Operator

Auckland Airport Cafés
06.2010 - 11.2011

Bachelor of Laws -

AUT University

Comprehensive First Aid

Red Cross

NCEA Levels 1, 2 & 3 -

Western Heights High School

Certificate in Barista Training -

Waiariki Polytech

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Mahia Williams